Our Simple Returns Policy
Cancellation, Returns and Exchange Policy & Procedures
Please contact our Customer Service Team on 01667 451831 or e-mail firstname.lastname@example.org for any queries on cancellation or returns.To help us help you, please provide your name and order number and a member of our team will take you through the required steps.
Cancellation or Exchange within 7-day cooling-off Period
You have the right to cancel any order that you have placed with us or exchange any item purchased from us for any reason whatsoever until 7 days after the date on which the product has been delivered to you, provided the product has not been used and is returned in its original condition, sealed in its original packaging.
All returned goods should be sent to the address provided by our Customer Service Team. All goods must be returned at your own cost unless they are faulty or supplied in error. The goods must be fully protected and securely packaged and sealed in order to be eligible for refund. A copy of the original despatch note will also need to be included in the package for any products returned to us. We recommend as a minimum that a certificate of posting be obtained for all products returned.
If there is a problem returning an unwanted item to us we may under certain circumstances arrange for its collection. The cost of returning an item will vary and our customer Service team will advise you of the actual charge prior to the uplift. We can only accept the return of opened items if they are faulty. We are unable to exchange items that are not damaged, defective or incorrect.
Refund between 7 and 28 days
Should you withdraw your purchase between 7 - 28 days after delivery, and there has been no error on our part, you can return the item to us so long as the item is in its original condition (unopened, seal and shrink-wrap intact, including labels and stickers) and we will refund the cost of the item. All goods must be returned at your own cost unless they are faulty or supplied in error. The goods must be fully protected and securely packaged and sealed in order to be eligible for refund. A copy of the original despatch note will also need to be included in the package for any products returned to us. We recommend as a minimum that a certificate of posting is obtained for all products returned.We will not refund the cost of any other services provided to you in connection with your purchase.
A refund for the cost of the purchase price will be sent to you within 7 days of your notifying us by e-mail that you wish to cancel your order and our receipt of the goods provided that the above processes have been followed. We will have no further liability.
Please note that if only part of a larger order is returned, only the per-item portion of the charges will be refunded.
Goods Returned After 28 Days
In accordance with the Sale of Goods Act, if you are returning goods to us after 28 days ( faulty or otherwise ) you are only entitled to a repair or a replacement under the terms of the manufacturers warranty ( usually 12 months after the date of purchase ) or, under certain circumstances, a credit note.
Replacement or Refund for Faulty Goods
In the unlikely event that you have a faulty item, please contact Customer Service within 28 days of receipt of the item and we will determine the best course of action. Should return be necessary, we will provide you with the appropriate returns address. For return shipment, we recommend insuring the delivery against loss or damage. Upon receipt of the faulty item including all original packaging, labels and warranty information, we will offer an exchange if replacement stock is available at that time. If a replacement is not available, a refund will be made within 7 days of you notifying us by e-mail and our receipt of returned goods provided the above processes have been followed.
We will have no further liability.Caravan Accessories staff will check all items returned as damaged or defective and reserve the right to consult with product experts to ascertain legal and moral obligation. In the event we find no fault with the item, or fault is found to be use-related, we reserve the right to re-apply the charge for the item/s and P&P and to recover our fees and expenses for administration, legal and expert consultation.If the return and refund do not appear in your account within four weeks from the day you notified us by e-mail and returned the product, please contact Caravan Accessories Customer Service for further assistance.
Our Refund Policy does not affect your statutory rights as a consumer.
Tent and Awning Returns/Replacement Policy
Tent and Awning Returns Policy can be a complicated issue and we at Caravan Accessories are absolutely committed to working with all customers who experience problems to find a solution satisfactory to both parties.
If you feel the need to unpack and/or erect the tent to check it’s suitability, please carry this out indoors and on a clean, smooth and dry surface as any tent pitched outdoors is automatically rendered ‘used’ and as such cannot be returned to us due to Health and Safety restrictions. Health and Safety restrictions also demand that all such ‘used’ canvas based products being returned for inspection must be clean, dry and mud free. Returned tents that have been pitched outdoors or exhibit signs of use will be returned to the customer as they are considered second-hand and un-sellable.